CLEAR INSTRUCTIONS ON THE SUBMISSION OF THE PROCEEDINGS AND THE METHOD OF SOLVING CONSUMER PRESENTATIONS: Book of appeals

Terms & conditions

INTRODUCTION

The instructions below and the terms of booking and purchase of travel arrangements are an integral part of the Contract or vouchers concluded between WORLD & MORE D.O.O. AND THE TOURIST AGENCY (hereinafter referred to as WORLD & MORE TRAVEL AGENCY) and the traveler / travel contractor who applies for a tourist arrangement.

1. Application and contracting

A traveler can sign up for travel arrangement organized by the WORLD & MORE TRAVEL AGENCY at WORLD & MORE TRAVEL AGENCY, by phone, mail or any other way of electronic communication. By signing a contract, a voucher or an application form, or by giving his credit card number when purchasing services through different types of on line or electronic communication, the Traveler fully accepts these Terms of Travel conditions which he has carefully read and accepted. When applying for a particular arrangement, and for the purpose of booking the selected service, the traveler should pay 30% of the total cost of the package price (per person) unless otherwise stated in the program. The difference up to the full price of the package is payable no later than 21 days before the start of the trip unless otherwise stated in the program (the exception is the paying in installments). For booking tourist arrangements and services, the WORLD & MORE TRAVEL AGENCY charges the customer fee in the amount of HRK 85 per contract for all reservation of the services required by customer / traveler.

2. Price and content of the travel arrangement

The price of the package (if not specified on the travel program) includes: transportation services, accommodation and hospitality services, day trips or sightseeing and travel organization. If stated in the travel program, the price may also include airfares ,taxes and the costs of professional and local driving. The cost of the arrangement does not include (unless otherwise agreed): – Optional excursions and daily visits, – Costs of obtaining and issuing visas, – Tickets for the facilities on their own. All types of special services (single rooms, special meals etc.) are paid by the traveler and are obliged to order them when booking the trip. If a traveler is looking for a special service during the trip, it will be paid on the spot to the guide or representative of the agency in the currency of the country in which mentioned service is located.

3. The right to price increases and the right to cancel due to price increases

Prices of all trips are based on the relation of the Croatian kuna currency and foreign currencies. WORLD & MORE TRAVEL AGENCY may request an increase in the contracted price if after the day of the conclusion of the contract there are: – exchange rate changes in relation to the day of publication of the program, – change of transport costs (fuel, tolls, etc.), – changes of the tariffs of the hotel and carriers.

THE WORLD&MORE TRAVEL AGENCY can report those cost changes to the passengers in writing or verbally. Twenty days before the beginning of the journey, the agreed price cannot be increased except in the cases referred to in paragraph 1 of this Article. The Traveler may cancel the trip at no cost for cancellation if a price increase of more than 10% is reached in relation to the agreed upon and no later than 48 hours from received written notifications. If passenger does not come personally to the WORLD & MORE TRAVEL AGENCY or at least does it in writing within the specified time period, it implies that he agrees to a change in the price. In the case of cancellation of the trip due to the increase of the price by more than 10%, the traveler / contractor is not entitled to get a compensation for damages. The traveler agrees to accept the price increase up to 10% maximum.

The Published prices issued by WORLD & MORE TRAVEL AGENCY contract with its partners and they do not have to match the prominent on the spot prices in the destination where the traveler is staying.

4. Discounts for children and other benefits

Please pay attention to the discounts for children as well as other benefits that are specifically shown in the description of the arrangement.

5. Travel documentation

All travel documents will be handed to you no later than 7 days before departure, unless stated otherwise on the program. Travel Documentation means: 1. for your own transport: original voucher and eventual written notice, 2. for bus arrangement: original voucher and travel program, 3. for airplane arrangement: original voucher, travel program and airline ticket.

6. Categorization and description of services

The offered accommodation capacities in the programs are described according to the official category of the country at the moment of the issuance of the program. Food, accommodation type , comfort and other services offered by hotel / apartment are under the supervision of local tourist authorities, and the standards of accommodation and services are different and not comparable. The WORLD&MORE TRAVEL AGENCY does not take responsibility for oral or written information that is not in accordance with the description of the services and facilities in the published programs received by the third party.

7. Accommodation in rooms / apartments

The arrangement of the room / apartment determines the reception in the residence. If a traveler does not explicitly contract a special room / apartment, he / she will accept any officially registered accommodation unit to be issued in a particular facility described in the catalog and the price list. Accommodation in the room ( check in) is not possible before 4:00PM in most cases on the day of commencement of use of the service, and they usually have to leave ( check out) at 10:00 AM on the day of service completion. Arrivals after 8:00 PM must be announced in advance, unless otherwise indicated. Pets are allowed in individual cases with a mandatory supplement. The number of available beds in the apartment is determined by the maximum number of guests in the apartment, the apartment cannot be booked for a larger number of guests than the number of beds in it. In this case, the child is considered as an adult. If there are only two persons in a prepaid triple room or if only one person has a double room for an unladen bed, 100% of the price of the package is unconditionally paid. In case the accommodation is canceled only by certain persons, it is not possible to return any paid part because the price published in the price list applies to the entire apartment.

8. Costs of additional services and offers on request outside published programs

If a traveler submits a request for additional services or programs that are not published or is not known for the travel price, he / she is obliged to pay a cash deposit in the amount of 10% of the total additional service price, at WORLD & MORE TRAVEL AGENCY to make a credit card payment in the amount of 10% of the total cost of the additional service. If the price of the additional service / program is not known at the moment of inquiries, the passenger is obliged to pay the minimum amount of 500,00 Croatian kuna, or the WORLD & MORE TRAVEL AGENCY for this specified amount, will charge his credit card . WORLD & MORE TRAVEL AGENCY undertakes to inform the passenger of the availability of additional services no later than within 5 working days of submitting the request. The traveler undertakes within 24 hours of receiving the notice from the WORLD & MORE TRAVEL AGENCY about the availability of additional services to pay the total amount of the service fee, so that the cash deposit or the amount paid by credit card is charged in the price of the service. If a traveler does not make a payment on time, WORLD & MORE TRAVEL AGENCY retains the cash deposit, or the amount charged by credit card payment. If within this period the WORLD & MORE TRAVEL AGENCY notifies the passenger of the absence of any additional services available, he / she is obliged within 2 working days from the notification, to make a refund of the paid cash deposit, or to make a reverse payment through the credit card.

9. Withdrawal from travel

a) If a traveler cancels the travel arrangement , the WORLD & MORE TRAVEL AGENCY will do the following : of the total package price retains: up to 30 days before departure 10% of the price of the arrangement and at least 100 Croatian kuna, 29 – 22 days prior to departure 25% of the price of the arrangement, 21 – 15 days before departure 40% arrangement, 14 – 8 days before departure 80% of the price of the arrangement, 7 – 0 days before departure 100% of the price of the arrangement, upon departure 100% of the price of the arrangement. The mentioned cancellation costs also apply to changes in the date of departure or accommodation, in the type of room / apartment as well as all other relevant changes. If the traveler who declines the trip finds a new user of the same reservation and meets the WORLD & MORE TRAVEL AGENCY, it charges only the costs caused by the replacement. Cancellation of all arrangements shall not be subject to the cost of obtaining visas and / or travel documents. In the case of a passenger canceling or shortening a trip due to weather conditions, the WORLD & MORE TRAVEL AGENCY will apply the above mentioned scale, and shall not be liable for subsequent complaints. When booking charter trips, incentive trips, cruise trips, foreign language courses abroad, traveling to congresses, fairs, long distance trips and other specific programs, as well as programs that take place in the terms of Christmas, New Year, Easter and other holidays, special conditions for charging travel cancellation costs apply. In the case of cancellation, THE WORLD& MORE TRAVEL AGENCY reserves the right to charge all incurred costs, which may be up to the full cost of the arrangement, regardless of the cancellation deadlines indicated in Section 9a of the General Conditions. A special cancellation scale is applied to these travels, which is contained in the program or catalog of these trips. The traveler is required to confirm in writing either by letter, fax or e-mail his oral cancelation. If the passenger does not confirm his oral cancellation ( did by phone or int the agency) of the trip in written form it will be considered he is not canceled the entire trip. If a passenger, at his own request, interrupts the current voyage, he is not entitled to reimbursement of costs incurred due to early return to the place of departure. If a traveler who declines a trip finds a new user of the same reservation, and who meets all the conditions foreseen, WORLD& MORE TRAVEL AGENCY charges only the costs caused by the replacement. In case of cancellation of all arrangements, the cost of issuing visa / travel documents is not reduced.

10. Insurance of the cancellation risk

If a traveler is planning to cancel a voyage due to unforeseen obstacles, and in order to avoid the abandonment costs referred to in clause 9 of these Terms, he can pay off the cancellation insurance. Cancellation insurance is enforced when the contract is concluded and cannot be paid later. The insurance premium( fee) is calculated on the basis of the value of the trip and according to the price list of the insurance company. Unforeseen obstacles as a reason for cancellation of travel determine each insurance company in accordance with its terms. In the case of cancellation of the arrangement, the amount of the premium paid for the cancellation insurance shall not be refunded. Also, the cancellation of the arrangement does not pay the cost of obtaining visas and booking services, despite the fact that the traveler has secured a cancellation insurance. If a traveler does not have a travel cancellation insurance and must cancel the trip due to the foregoing unforeseen obstacles, the WORLD & MORE TRAVEL AGENCY reserves the right to pay according to the rules set out in point 9. Other insurance terms are covered by the insurance policy.

11. Accident and accident insurance, insurance against the risk of damage and loss of luggage and voluntary health insurance of persons during the journey and staying abroad

Traveling costs do not include accident insurance and travel illness, loss and damage insurance as well as voluntary health insurance. By signing the Travel Contract, which is an integral part of these Terms and Conditions, it is considered that travelers are offered and recommended the additional insurance mentioned in the previous paragraph. In the event that a traveler requests these insurance, they can be arranged directly at one of the insurers or at the WORLD&MORE TRAVEL AGENCY, where the WORLD&MORE TRAVEL AGENCY acts only as an intermediary. We recommend that you carefully review the terms of the insurance before purchasing.

12. Canceling a Trip by WORLD & MORE TRAVEL AGENCY or changing the program

If no sufficient number of travelers is reported, the WORLD & MORE TRAVEL AGENCY reserves the right to cancel the trip but no later than 5 days before the start of the trip. The minimum number of passengers needed to carry out each trip is specifically indicated in each program / arrangement. WORLD & MORE TRAVEL AGENCY reserves the right to fully and partially alter the travel program unless there are exceptional circumstances that could not be anticipated or avoided before the start of the journey. WORLD & MORE TRAVEL AGENCY reserves the right to change the day or hour of departure due to a change of flight order or occurrence of unforeseen circumstances, as well as the right to change the direction of travel if the conditions of travel change such as some of them: changed flight order, security situation in the country, ) without the payment of damages, and according to the relevant regulations in international traffic. If the WORLD&MORE TRAVEL AGENCY is canceled, the passenger is entitled to the payment of the deducted amount in full, but not for compensation.

13. Travel Documents

Passengers are required to have valid personal travel documents. Invalid travel documents, resulting in cancellation, do not have any adverse consequences for the WORLD & MORE TRAVEL AGENCY and if the traveler’s loss of the WORLD & MORE TRAVEL AGENCY has been incurred, the passenger has to compensate for it. If travel documents are lost or stolen during travel, the cost of issuing new documents is borne by the traveler himself. If you need a visa for a trip, the WORLD & MORE TRAVEL AGENCY can arrange for the same with a special supplement. WORLD & MORE TRAVEL AGENCY is not responsible for the decisions of customs, police and other state bodies for which a traveler does not permit entry to a particular country.

14. Foreign exchange and customs regulations

Passengers are obliged to abide by foreign and customs regulations, as well as laws and other by-laws of the Republic of Croatia and other countries through which they are going and in which they reside. In the event of an unsuccessful trip to the traveler for breach of the regulations, all costs incurred shall be borne by the offender himself.

15. Health Regulations

Travel to some countries requires mandatory vaccinations against some diseases. When traveling to the country, the traveler is required to have certificates and vaccination documents.

16. Luggage

Air baggage transportation is free of charge to the extent determined by the air carrier. The excess baggage of the traveler at the current prices of the airline. When traveling by bus the passenger can take 2 pieces of personal luggage. Passengers are obliged to take care of their belongings that I enter into the bus booth, and when they leave, they must take them with them. Otherwise, passengers are responsible for theft, loss or damage of things left in the bus booth without their supervision.

17. Claims

We point out that it is in the interest of the passenger to make sure that his complaint is filed in the complaint book with the on-site service provider who tries to provide the agreed service or correct the mistakes. If there is no improvement after the objection, the passenger must ask for a confirmation that the service was not provided or not provided in the manner agreed upon. A certificate must be enclosed by the traveler in writing. The traveler has to make a written complaint within 8 days after the end of the trip. If a Traveler submits a written complaint after this deadline, VIP Travel is not obligated to take such notice. In order to resolve the complaint on services abroad, the rule of complaint must be respected with the issuing of the on-the-spot verification and the deadline for filing a complaint. The organizer is required to make a written decision on this complaint within 14 days upon receipt of the complaint and may postpone the deadline for the complaint for an additional 14 days for the collection of the information. The organizer will only deal with complaints that could not be removed at the place of rest or during the journey. Until the decision is taken, and no later than 14 or 28 days after the complaint has been made, the traveler irrevocably waives the mediation of any other person, arbitration of UHPA or other institutions, as well as providing information to the media. Likewise, during this time the passenger waives the right to sue. The highest amount of compensation for the complaint may amount to the amount of the advertised part of the service, and may not cover the services rendered, nor the total amount of the arrangement. In the case of a contract for a Fortuna system, a passenger has no right to lodge a complaint. The traveler and the WORLD & MORE TRAVEL AGENCY shall endeavor to settle disputes by mutual consent, otherwise the jurisdiction of the court of Zagreb shall be contracted. Relevant law will be Croatian law.

18. Obligations of WORLD & MORE TRAVEL AGENCY

WORLD & MORE TRAVEL AGENCY is committed to the service delivery, the choice of service provider, the attention of a good businessman, and the care of the rights and interests of passengers in accordance with good practices in tourism. WORLD & MORE TRAVEL AGENCY is obliged to provide all contracted services to a particular arrangement and to provide answers to any non-performance of the service or part of the service. WORLD & MORE TRAVEL AGENCY will perform all of the above-mentioned obligations from its programs fully and in the manner described (including compliance with the obligation of the embarkation and disembarkation of passengers), except in the case of “more” force or changed circumstances. If possible, the WORLD & MORE TRAVEL AGENCY will offer a replacement solution in such cases. WORLD & MORE TRAVEL AGENCY is not required to provide services beyond these Terms. WORLD & MORE TRAVEL AGENCY does not respond to possible errors in the press.

19. Obligations of passengers

The traveler is obliged to abide by the rules of conduct in accommodation facilities (hotels, hostels, apartments, colleges, residences, private accommodation, etc.) or ways of transport and their procedures do not disable the smooth running of the Travel Program as well as not compromise the rights of other passengers in the use service of WORLD & MORE TRAVEL AGENCY. In the event that the Traveler causes damage to the Service Provider in the accommodation facility or ways of transportation or prevents him from traveling regularly and undisturbed, he or she is obliged to immediately eliminate or compensate for such damages, and is obliged to cooperate with the Provider of these services and the WORLD & MORE TRAVEL agency. If the Traveler is at risk of traveling regularly and unhindered, the WORLD & MORE TRAVEL AGENCY shall have the right to terminate the journey, except for the right to compensation, in which case it shall be deemed that the voyage has been terminated at the request of the Traveler, whereby the WORLD & MORE TRAVEL AGENCY is not liable for the returning costs. If, in the case described in the preceding paragraph of this paragraph, the Traveler is a minor or a child, the parent is obliged to accept the return of the child to the child or to his child at his own expense.

20. Transportation of passengers in air transport

The terms and conditions of air travel of passengers and luggage are defined by the air carrier and the Traveler is obliged to comply with them.

21. Insurance in case of inability or bankruptcy of a travel organizer

In accordance with the Law on Provision of Tourism Services, in case of payment of the disbursement or bankruptcy of the WORLD & MORE TRAVEL AGENCY, the passengers on the journey in this moment as well as those who have paid their travel arrangement in advance should contact the insurance company specified in the Travel Contract-agreement or other appropriate document in the fastest way .

22. Liability insurance

Pursuant to the Tourism Services Act, the WORLD & MORE TRAVEL AGENCY has an insurance contract with the insurance company to incur liability for damage caused by a failure of the passenger, partial fulfillment or improper fulfillment of the obligations pertaining to the package arrangement.

23. Protection of personal data

The traveler provides personal information voluntarily. Passenger’s personal data are needed in the process of realizing the required service. The same can be used for further mutual communication. WORLD & MORE TRAVEL AGENCY undertakes to take away personal data from a third party or to third parties, except for the purpose of realizing the required service. An exception to the provision of personal data to third parties concerns the provision of insurance against the risk of cancellation and accident-related illness, accident insurance and loss-of-life insurance and voluntary health insurance during the journey and stay abroad. If the passenger concludes the insurance policy, the personal data will be forwarded to the insurance company. Passenger’s personal data will be kept in the database, according to the Management’s decision on how to collect, process and store personal data. The traveler gives the privilege that his personal information may be used for the purposes of the WORLD & MORE TRAVEL AGENCY marketing activities.

24. Last minute and “fortuna” travel

A traveler who has signed a contract for the organization of a trip as a “last minute” or a contract whereby the name of the facility in which he / she resides is known only after arrival to the destination (actions named: fortuna, as, jocker, roulette, no name hotel etc.) then accepts all the risks of such a journey. These trips contain uncertain facts that the Organizer can not influence, and the Contracting Authority has primarily accepted such a trip for a more favorable price so that the Contractor or Traveler is not entitled to any objection to the organizer. WORLD & MORE TRAVEL AGENCY guarantees only the category of facility (according to the official category of that country) and the type of service chosen (hiking, half board, all inclusive …)

25. Travels organized by other organizers / tour operators

These Travel Terms and Conditions are an integral part of the Travel agreement concluded by the traveler and the WORLD & MORE TRAVEL AGENCY, or with an authorized travel agency where he has applied for a trip organized by WORLD & MORE TRAVEL AGENCY.

Responsible organizer: World & More d.o.o.

By signing this Agreement and / or by paying an advance, the Contractor / Traveler agrees to the General Terms and Conditions of Reservation and Purchase of World & More D.O.O’s travel arrangements, which are its integral part.

By signing this contract, the contractor / traveler confirms that travel insurance and travel insurance are offered to him.

World & More d.o.o. this Agreement also certifies the provision of bail for tourist package arrangements at A.C.C. Ltd. as an exclusive agent for Croatia Insurance d.d. and warrants that the passenger, in accordance with the Tourism Services Act (Official Gazette 68/07), will compensate the traveler for:

1. The price of travel, if due to payment of inability or bankruptcy, there is no travel service.

2. Costs incurred due to inability to pay or bankruptcy, for returning the passenger to the place of departure.

In these cases, please contact the following for verification of cover and for damages: